24/7 Hospitality Call Centre Team Leader

Atlantis; Dubai; On-site; AED 78,120 - 111,600; Full time

Benefits offered by this job

Competitive salary AED

Medical insurance

Annual flights

Life insurance

Incentives

F&B privileges

Staff discounts

Leadership development

Well-being initiatives

Career growth

Job summary

Atlantis, The Palm in Dubai is seeking a Call Centre Team Leader to oversee daily performance of a busy 24‑hour guest contact operation. You will guide agents, monitor service levels, and ensure accurate information and timely follow‑up to deliver outstanding guest experiences.

Ideal candidates have extensive call centre leadership experience, strong English communication skills, and a calm, decisive approach to handling high‑pressure situations across multiple lines.

Qualifications

• Extensive call centre or high-volume guest service experience.
• Proven experience leading, coaching, and motivating teams.
• Strong English communication skills.

Responsibilities

• Lead and support agents across multiple guest and internal lines.
• Monitor queues and ensure timely call handling within standards.
• Coach staff on etiquette, listening, and service recovery.
• Coordinate staffing and shift coverage for 24-hour operations.
• Provide product knowledge and guest information guidance.

Skills

Call centre leadership

Team supervision

Coaching

Call handling

Guest service training

Queue monitoring

Performance management

Shift coordination

24-hour operations

Customer service

Job description

Atlantis, The Palm in Dubai is seeking a Call Centre Team Leader to oversee daily performance of a busy 24‑hour guest contact operation. You will guide agents, monitor service levels, and ensure accurate information and timely follow‑up to deliver outstanding guest experiences.

Ideal candidates have extensive call centre leadership experience, strong English communication skills, and a calm, decisive approach to handling high‑pressure situations across multiple lines.